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13Nov Andy’s 3D Thoughts 13th November

3D ThoughtsIt’s 3D Thoughts time and here are 3 iDeas to help you improve your competitiveness by being Dramatically and Demonstrably Different. There’s some news about what customers want when it comes to maintaining and improving loyalty, introducing Glassdoor – a Trip Advisor for potential employees, and customer experience lessons from the new Paddington film!

As ever, there’s no need to download anything! Just click on the video below, watch and then DO SOMETHING!’

Links (click on them to find out more):

If you never want to miss another 3D Thoughts and want to hear other past audio episodes or want to sign up for a little reminder when they’re out, just click here

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06Nov Andy’s 3D Thoughts 6th November

3D ThoughtsHope this week’s 3D Thoughts get you off to a ‘bang’ – there are some ‘sparkling’ ideas that include a lovely example of ‘personalised’ direct marketing, the brilliant news that Wacky Races is back and what that means for your business sand a very nice example of Employee Delight from Specsavers!

As ever, there’s no need to download anything! Just click on the video below, watch and then, in the words of the infamous Dick Dastardly, ‘Don’t just stand there, DO SOMETHING!’

Links (click on them to find out more):

If you never want to miss another 3D Thoughts and want to hear other past audio episodes or want to sign up for a little reminder when they’re out, just click here

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01Nov Wacky Races Is Back – That’s Innovation In Action!

I got some absolutely brilliant news this week! Danielle in our office told me that Wacky Races is back!!!! For you poor, uninitiated (‘uneducated’?) people who don’t know what that is, Wacky Races was the bestest, most fantastic cartoon series ever!

I watched it avidly as a kid sitting on the edge of my seat wondering (and often worrying) who would win the weekly race. Would it be The Ant Hill Mob, The Gruesome Twosome, Professor Pat Pending or Luke And Blubber Bear first over the line? Would Peter Perfect step in to help Penelope Pitstop in her hour of need, and would the evil Dick Dastardly and his mischievous sidekick Mutley stop them all getting over the line (they never did!)? For whatever unexplained reason (well, unexplained to a 10 year old me!), they stopped being broadcast, and until the delights of You Tube were just a distant (happy) memory.

But now they’re back and the kids of today (and adults too!) will be entertained in a ‘fit and proper’ way as we watch to see who can get ahead of the others and be the recipient of that black and white flag – I can’t wait to watch them with my 10 year old mates Christopher, Louis and Henry (or on my own, if they’re not that bothered!)

So, what’s this got to do with business? Well, InnovatiON is the ‘successful exploitation of new ideas’ and it’s 3D Characteristic #7. Our research shows that 3D Businesses establish simple processes for making innovation work and I think Wacky Races return highlights a simple process for innovation that you could apply to your business.

This epic milestone in cartoon history coincided with a meeting I had a with a client when we were discussing customer service. “We always used to send a ‘thank you note’ to our customers when they placed their first order with us.” explained the MD, “Our customers used to love it – they often commented on what a nice touch it was. I’m sure it helped us win more business.”  “Why don’t you do it now?”  I asked. “I don’t know” he replied, “I guess we forgot.”

They’d stopped doing something that was successful and that can happen so easily. As businesses grow and change, they often ‘forget’ things. Unfortunately it’s sometimes those things that made them successful. It’s nobody’s fault. Life moves on, we get ‘busy’ and those great things, like Wacky Races, just slip away into the dim and distant past.

I bet there are some great things in your business that you don’t do anymore.  Things that customers loved for example, or that staff really valued, stuff you did that motivated or inspired them. It’s often those little things that ‘made a difference’, but for whatever reason, you’ve stopped doing them. They’ve simply been ‘forgotten’, and worse, many of your current people never even knew you did it.

Look, I’m not one for harping back to the ‘good old days’ (apart from when it comes to brilliant action packed cartoons), but sometimes it can be useful to revisit some of the ideas and processes that worked well, but you’ve stopped doing. It’s a simple ‘innovation’ process we call ‘Back To The Future’.

Here’s how it works:

1. Revisit

Take time out (get others involved too) and list some of the stuff that you used to do: the things that made customers feel special, helped you win business, made your place fun and special, and made you money!

2. Re-evaluate

What were the benefits? What made it work? Why did you stop? Could it work again? It’s not about blaming people if they don’t do it anymore, it’s about reflecting on why and how it worked and whether it’s worth trying it again.

3. Reinvent

This means looking at what you might need to do to make it work today. Sometimes it might be just ‘doing it again’, ‘modernising’ it or remodelling it to suit your current circumstances or current ‘communication channels’ with customers (on-line?). Find ways to make it relevant today.

4. Re-ignite

It’ about getting others involved. The real danger here is that it’s perceived as ‘when I was a lad, this is how we did it….’ . It’s vital you avoid that! So, work on demonstrating the benefits, why it worked, and how it worked.

5. Re-introduce

What needs to happen for it to become ‘a way of life’ in your business again? Give a named individual responsibility for making it happen. Is there a training need? Set targets and monitor progress. Make sure that the resources are in place to get it working again.

6. Re-establish

Don’t let it become a ‘3 minute wonder’. Monitor progress; champion your champions, namely the people who adopt it and make it work; talk about it regularly and get it on the agenda; make it become a ‘habit’; ensure that you celebrate success when it works well.

Clearly, just looking backwards is no way to run a business. This is simply one process that can help introduce or reintroduce innovation into your business. Try it, it could work for you. Why not do it now? Identify one thing that you used to do personally that ‘worked’. Try getting it working again for you now.

In the words of that nasty baddie, Dick Dastardly….

“DON’T JUST STAND THERE…. DO SOMETHING!”


You can download this simple Assessment Toolkit to see how you and your business ‘measures up’ when it comes to making innovation work.

Just click on the image and you’re off!

And you can watch the trailer to the new Wacky Races here!

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30Oct Andy’s ‘Spooky’ 3D Thoughts 30th October

3D ThoughtsIt’s a Halloween special 3D Thoughts this week with some incredibly spooky insights into Amazon, Google, Apple and Facebook from Danny In The Valley, some very scary customer experience statistics that affect us all, but it’s not all ‘tricks’, there’s a lovely ‘treat’ from our friends at Rejuvenated!

As ever, there’s no need to download anything! Just click on the video below, watch and then DO SOMETHING!

Links (click on them to find out more):

If you never want to miss another 3D Thoughts and want to hear other past audio episodes or want to sign up for a little reminder when they’re out, just click here

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30Oct Oooh Spooky! 10 Scary Customer Experience Statistics

Exceeding customer expectations is a key success factor in winning businesses (Creating Delighted and Devoted Customers is Characteristic #3 of The 7 Characteristics Of 3D Businesses) and in this incredibly fast paced changing world it’s getting harder to do!

I don’t want to ‘spook’ you, but I thought you might find these ‘scary’ statistics on customer service, customer expectations and customer experiences useful to prompt you to ‘reflect and review’.

They show that customer expectations are ever increasing, and customer demands are getting higher. Add to this, the fact that customer choice is expanding in a world that is becoming ever more transparent, it means that it’s getting tougher.

So, why not get some pumpkin soup heated up and spend a few minutes ‘reflecting’ on what they mean for you and your business? ‘Review’ how you measure up in these areas and ‘(re)focus’ your business on what you’re going to do as a result!

So, here goes…. Hold on to your broomsticks!

1. Only 8% of consumers don’t read online reviews and 80% of customers trust authentic reviews as much as personal recommendations.

Source: Truthfinder

Questions: What do your online reviews look like? When did you last look?


2. 67% of customers believe their enquiry should be answered in less than 5 minutes.

Source: IMImobile Report

Questions: How speedy is your business? Always?


3. 75% of people now expect a consistent experience wherever they engage with brands – be it through social media, mobile, or even in person.

Source: Salesforce

Questions: Are you ‘consistent’? Through EVERY channel?


4. 64% of  consumers expect companies to interact with them without delay.

Source: Salesforce

Questions: Do you? Every time?


5. 42% of complaining customers expect online brands to respond within 60 minutes.

Source: Edison Research

Questions: 60 minutes – do you meet that? Could you beat that?


6. 56% of global consumers say they have higher expectations for customer service now than they had just one year ago.

Source: Microsoft State of Global Customer Service Report 

Questions: How good an understanding do you have of your customers’ expectations? Are all your team aware too?


7. This number jumps to 68% for 18 – 34-year-olds.

Source: Microsoft State of Global Customer Service Report 

Questions: Got any ‘younger’ customers? Are you ‘geared up’ to handle them?


8. 60% of global consumers have stopped doing business with a company due to a single poor customer service experience.

Source: Microsoft State of Global Customer Service Report 

Questions: How ‘equipped’ are your people to spot this? Are they able to ‘deal’ with it? 


9. For every one customer that complains, there are 26 that don’t!

Source: Groove HQ

Questions: How well do you really know what your customers think? How easy are you to complain to?


10. Company leaders think their customer service is better than it is! Consumers rated customer service 17% lower on average than businesses rated their own success in meeting customer needs.

Source: NICE inContact study via Shep Hyken

Questions: How do you measure up? I mean ‘really’ measure up? How can you find out what your customers really think? Hint: Find out!


Please don’t worry  – It’s not all ‘scary’! In fact, it could be an opportunity. Start working on these things and get ahead of your competitors. Although we can’t offer any ‘magic wands’, here are some nice ‘treats’ to help you do that: FREE e-books to help you deal with some of these things!

Just ‘click’ on the images to download them:

       


Do let us know how you measure up and what you’re going to do to make it all happen!

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23Oct Andy’s 3D Thoughts 23rd October

3D ThoughtsIt’s a special 3D Thoughts this week with a short video to share some lessons I learned from a visit to Raymond Blanc’s Dramatically and Demonstrably Different business Le Manoir aux Quait’Saisons in Oxfordshire  last week. There are lessons in leadership, employee engagement, marketing, customer service and innovation!

As ever, there’s no need to download anything! Just click on the video below, watch and then DO SOMETHING!

This week's 3D iDeas are a bit special as they focus on 7 lessons I learned from a wonderful trip to Raymond Blanc's amazing Le Manoir aux Quat'Saisons last week – it was a tough job, but someone had to do it!

Posted by Andy Hanselman on Monday, 23 October 2017

Links (click on them to find out more):

If you never want to miss another 3D Thoughts and want to hear other past audio episodes or want to sign up for a little reminder when they’re out, just click here

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